In this modern technology era, social media has become the major marketing tool for multiple businesses. Through these platforms, companies have the real-time opportunity to interact with the customers in a closer and interactive manner.
Nevertheless, on social media sites, brands and companies have to be aware of their tone of voice. It is a crucial thing to remain professional and polite, especially when dealing with frustrated customers. Companies should take their time to read through comments and feedbacks from customers, and keep in mind that any possible negative replies can be resulted in backfire. Sure, there are certain times where companies feel the need to defend themselves on social media, but make sure things doesn’t get way out of hand, or you might lose not only potential customers, but your brand as well.
Major burn to customers could pay off whatever negative comments they may have, but one slight mistake could go down in history the wrong way, remember the saying, “what goes on the Internet stays on the Internet. Forever.”
Here’s some minor guides for your customer care on social media platforms:
Just a business tip for you guys out there who longs to burn customers on social media, you can only do that if they’re asking for it or they want it. Never do this in a frequent basis as customers may find it annoying. A joke is no longer a joke if it repeats too many times.
Marketing Connection is a digital marketing company that specializes in website design and online marketing in Penang. We love to help new businesses to grow their business further.